Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Cloud Platform

Genesys Cloud is the platform for rapid innovation — for organisations of any size and any industry. It’s an API-first solution, with more than ten years of testing, refinement and proven scalability and security. Get access to new functionality. Including the latest innovations in AI-powered customer and employee journeys. Empower your business with the best and broadest customer and employee experience capabilities. Choose a single provider and technology platform with a multi-tenant, microservices-based architecture you can trust. It provides the scale, flexibility, security and agility you need. Power more connected, meaningful customer conversations through Genesys Cloud.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Migrations

The cloud awaits. From on-premises to cloud, cloud to cloud, or from one Genesys solution to another — we’re here to guide you through the process and make sure it’s a smooth move. Learn more about our guided approach to contact centre migrations.

Genesys PureConnect

Available both on-premises and in the cloud, the PureConnect™ platform is the omnichannel contact centre solution for mid-market to large organisations. Simple to administer and built to integrate with your other systems, you can tailor this platform to meet your specific needs and unlock additional features with subscription licences.

Genesys Innovations

Easily keep up with Genesys innovations. We’re constantly working on new customer experience technology and capabilities for you. Our seasonal market launches showcase the best innovations twice each year.

Partners

As a partner or independent consultant, you can count on Genesys for the technology, rewards and opportunities to grow your business. Customers can take advantage of a wide range of Genesys partners to move your project from planning to execution and beyond.

Learn

Apply best practices, skills and understanding to design, implement and sustain a successful strategy. Genesys Customer Success gives you access to expertise that’s built on years of experience powering the best interactions around the world.

Connect the dots on customer patterns

Augment your customer relationships through predictive analytics and learn how to drive more intelligent customer engagement automatically. Genesys Altocloud combines artificial intelligence with data from multiple sources to predict the likelihood that a customer will achieve a specific milestone within their journey. Whether that milestone is ordering a product, requesting an insurance quote or booking a flight on a website, real-time visualization of digital behavior gives you the context behind the entire step. Identify customer pain points quickly to convert any engagement into a positive experience and increase lifetime customer value.

Analyzing and shaping customer journeys

Collect the right data and strengthen your customer relationships

Make a big impact with rich customer context

A single piece of information can make a big difference in converting a customer. Gather valuable data, such as customer browsing history, events in the journey that led to a decision to call, or solutions to similar customer problems. Altocloud analyzes this rich context in real time to build lifetime customer value.

Personalize journeys through analytics insights

Apply analytics to better understand your customers and personalize their journeys. As a marketer, you can use segmentation and clustering to help understand customers and behavior patterns. Then use that collected data to predict if a new customer will convert based on machine learning from previous customers. You also can determine how many segments to form and the customer characteristics of each.

Apply predictive analytics to the customer journey

Know what your customer is thinking

Predictive analytics lets you can predict user behavior, shifts in interests or the likelihood of events. Anticipate when to offer agent support to a customer who’s browsing your site. Improve the overall experience by identifying and engaging with prospects and customers at the right time and on the best channel—automated or assisted—before they contact you.

Fine-tune analytics with feedback

Customer behavior and needs change quickly—yesterday’s assumptions might not be accurate today. Genesys Altocloud uses both implicit and explicit feedback to apply predictive analytics to dynamic customer journeys. Automate responses that optimize the journey and apply the right resources to the most important customer needs. You’ll improve customer satisfaction and business outcomes.

With Genesys digital sales solution, Polycom realized a 72% savings in cost per chat, and a 62% savings in cost per lead. Get your own results with a free trial.

Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organisations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service℠ so organisations of any size can provide true personalisation at scale, interact with empathy and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact centre platform, designed for rapid innovation, scalability and flexibility.